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Success Stories

  
National University in Medellin, Colombia

Colombia’s National University implemented ProcessMaker in its Human Resources Division in order to integrate business processes from 5 different areas in the University in a more agile and simple way. Overview The National University of Colombia is a leader in higher education in Colombia with 8 branches, more than 45,000 students, and a significant staff of professors and administrative employees. Within the university there is a Human Resources which has the responsibility of managing everything related to human resources (teachers and staff) for the university. This division receives approximately 20 requests per day of different types such as employment certificates, absence requests, management reports, and processes related to the hiring and onboarding of new staff. Until 2009, the HR division managed these requests using printed documents and controlled them with Word documents and Spreadsheets; they had 5 offices and more than 30 people handling these documents at the same time causing the department to lose control of the requests, waste time looking for the physical documents, and they also received constant complaints from their clients (professors, administrative personnel, and external entities) that were unsatisfied with the response times associated with their requests.  The Problems and Challenges Activities that took a long time such as searching for physical documents and historical archives. Risks in the security and integrity of the information due to the number of participants playing a role in the process and the method of storage of the spreadsheets. Constant complaints from the clients due to the response times and accurate information concerning their requests. Ambiguous Information regarding the productivity of the division for the supervisors and office managers. Implementation Process At the end of 2009 the university initiated a project with Landsoft, S.A. in Medellin, Colombia with the objective of improving the HR processes in the university. After analyzing the processes of the 5 areas, it was decided that the university would begin by applying ProcessMaker to the processes of Request management, New Employee Hiring, and New Employee Onboarding; seeing the necessities of the HR division, it was also decided that the processes would be integrated with KnowledgeTree® in order to provide more advanced storage and version control of the documents that would be uploaded and generated during the workflow processes. Request Process: Both internal staff and university departments and external entities generate requests through ProcessMaker for such needs as vacation requests, employment certificates, sick day requests, absence requests, disciplinary processes and others. As part of the process numerous support forms and documents are generated such as official minutes, agreements, contracts, memorandums, automatic notifications, reports, and official resolutions. The generated documents are stored directly from ProcessMaker into KnowledgeTree®. New Employee Hiring and Onboarding Process for Admin Staff: The Hiring and Onboarding process allows the HR department to automate the process of hiring step by step from the time a vacancy is announced internally up until the new employee signs his/her contract and is officiallyon boarded at the university. Results Increased Control of the processes due to the fact that at all times all actors know the status of a request and who is assigned to attend to it. Increased Security and Integrity of the Information due to the fact that all users have separate and secure logins, and the system keeps a detailed log of all actions taken by each user in each case. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker has given us the ability to centralize all the information regarding all of our inbound requests. It is a tool that has made the job of managing these requests easier by allowing us to work across the network and find and solve requests from anywhere in the country." Rosa Elena Restrepo Head of the Human Resources Department Universidad Nacional of Colombia - Medellín Customer: Country: Colombia Sector: Education Implementation time: 3 months Processes Implemented: Request Management New Employee Hiring New Employee Onboarding Users and Cases: 30 (initial deployment) 500 per month
EdAutomate

EdAutomate provides U.S. school districts with process automation and school district intelligence. EdAutomate focuses on taking the Administrivia out of the daily work so teachers and administrators can be focused on “Student Achievement”. Overview School districts in the U.S. have well established processes that they have used over many years. While these processes are mature, the cost of ERP and other commercial work flow software did not allow for the school districts to obtain a sufficient Return on Investment. While the need was great, the cost was prohibitive. EdAutomate’s team has over 25 years in the educational software business and recognized an opportunity to work with school districts to automate these work flows by combining the best open source software into a suite and delivering the experience in a Software as a Service model (Saas). Return on investment results for school districts have ranged in the 6-18 month range, and many districts are increasing the number of processes that they are automating. The Problems and Challenges Too much time was required to find and fill out paper forms, by staff that should be working with students. Paper forms data was taking days to enter into data systems, or the forms data was never entered, resulting in loss of information available to manage the school district. Errors and lost documents plagued the district, resulting in additional lost time for all staff. Solutions EdBuyIt: Purchasing school supplies at the beginning each school year and during the year is a major task. With the automation of this process, the district has an analytic view of their purchases, while reducing time in entering requests, creating PO’s and Purchase Requisitions and document retrieval is unbelievably easy and accurate. EDHr: Providing school districts with staff absence, professional development course and conference request and more. Maintenance and Technology Request: Focusing on a single easy experience for staff members, all the assistance a teacher needs is easily requested from a single request area. No longer looking for maintenance forms or remembering to login to another site to add a technology request. Reports and Analytics: Teachers can review their requests in reports, principals view the analytic cubes for their schools and the department and administration can drill down district wide to the core data that is driving the school. Records Management: In many processes, Edautomate creates the official document during the process. Purchase Orders, requisitions, receipts, invoices. Proper records management has been is essential for retrieval and retention requirements of these documents. With EdAutomate, the system provides accurate meta-data to the document automatically, insuring proper filing and retrieval. Amazon EC2 Cloud Hosting: EdAutomate delivers the full suite of Software as a Service (Saas) on Amazon’s EC2 cloud, providing the safest, most dependable and most secure environment for the school district. Results More time on student achievement: Removing the administrivia from teachers and administrators allows for more time thinking about student performance. Increase transparency: No one wants to call around to see where a form is located. ProcessMaker provides the tools for everyone to see where their request is in the workflow, reducing calls and anxiety of the staff.Data driven decisions: All administrators now have access to the data they need to make decisions, allowing for faster and better decision making. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker has provided a foundation for our company to rapidly customize workflows for U.S. school districts. ProcessMaker’s partnerships with other outstanding open source products like Pentaho and Knowledge Tree provide us with a seamless workflow, records management and school district intelligence suite that meets the unique demands of teachers and administrators." James Spicuzza Founder/CEO EdAutomate Customer: Sector: United States Sector: Education Processes Implemented: Purchasing Human Resources Maintenance and Technology Classroom Observations Users and Cases: 1,500 Users 520 Cases per month
Autonomous University of the State of Mexico (UAEM)

ProcessMaker was implemented to establish the University Agreement System in order to carry out an efficient management for the exchange of students, teachers and administrative members. Overview The Autonomous University of the State of Mexico (UAEMex) is a public institution of higher education based on humanistic and liberal values, aimed at generating, studying, preserving, transmitting, and spreading universal knowledge. It is committed to training ethical people proactively involved in building peace and in the defense of the best forms of human existence and coexistence that promote sustainable development, as well as a universal, humanist, national, free, fair and democratic consciousness.It is currently positioned as one of the best universities in Mexico. According to the Ranking of Universities of Latin America made by the consulting Quacquarelli Symonds (QS), the UAEMex ranks 59th in Latin America level and in the national context ranks number ten of the institutions involved in this evaluation. It also stands out among the Mexican public universities by the number of quality educational programs that it has. The Problem The Autonomous University of the State of Mexico needed a system to facilitate the planning, monitoring and easy access to relevant information to all agreements that UAEM has. In its current state there was no single system of record for all conventions. As a result the students, teachers and administrative members could not access information about agreements because information was not available and often prevented students benefit absolutely on university agreements. The ProcessMaker Solution After an analysis of products on the market, the university chose ProcessMaker to be the "Agreement System" of the UAEM. The idea was to allow carrying out a comprehensive monitoring of the 900 agreements that are there in the university. The first stage of the project envisages the organization and use of the system by the management members, allowing them to access information quickly. This system has integration to the "Student Release System". Together the two systems manage information of the agreements. The second phase of the project aims to enable the student to enter their requests for access to the benefits of the agreements established by the UAEM with other universities worldwide. In addition UAEM plans to implement an Application Monitoring process in a short term (according to different categories) which has several levels of approval that depends on academic spaces, different secretariats and governing approvals in many cases. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "The implementation of ProcessMaker allowed to students, teachers and administrative members access to information of university agreements easily, quickly and effectively." Pedro Pallares Head of Systems DevelopmentAutonomous State University of Mexico Customer: Country:MexicoSector:Education Processes Implemented: University AgreementsSpecial AgreementsHigh Rank AgreementsAgreements EvaluationCounter Part Evaluation
  
Adams County/Ohio Valley School District

ProcessMaker is being used to replace the paper based requisitioning process in the district with automated workflows and web-based forms. Overview Adams County/Ohio Valley School District (ACOVSD) serves over 3,800 students from Adams and Highland counties in South Central Ohio. ACOVSD services their students from 7 schools and 2 administrative/business buildings covering an area of 489 square miles. The large geographic area presented a problem for paper-based processes. ACOVSD was looking for a solution that allowed for the online routing and approval of employee purchase requests.Adams County/Ohio Valley School District (ACOVSD) began working with ProcessMaker Campus to implement the Requisition Request process. After defining the workflow and other configuration items, the ProcessMaker team setup the ACOVSD Campus workspace and the staff were submitting requisitions within two months. The time savings were immediately realized. Requisitions no longer needed to be physically moved around the large geographic area for approval and entry into the district’s Uniform School Accounting System (USAS). The online approval process and automatic posting into USAS brought an immediate increase in efficiency to the purchasing process.SolutionIt took 2 months to automate and launch the Requisition Request process. Today, the process serves more than 600 staff and faculty, and more than 400 individual instances of the processes are being run monthly. The Requisition Request process has been a great success within the district and will continue to be expanded in the future.Download as PDFSign up for your free demo Now! OrContact us via phone or email Now!    “As Treasurer for the Adams County Ohio Valley Local Schools, it was important to me to improve processes, making them more user friendly and above all more efficient and effective. ProcessMaker Campus did exactly that. My staff and I process over 4,000 requisition requests from nine (9) separate buildings annually and with the implementation of ProcessMaker Campus, we have been able to better serve our internal and external stakeholders.” Tina K. HagemanTreasurerAdams County/Ohio Valley SchoolDistrict Customer: Sector: K-12 Education Processes Implemented: Requisition Request Estimated Savings: 1,200 hours$10,000 - $15,000
Medina City School

ProcessMaker is being used to replace a paper based Student Emergency Medical Authorization processes in the district with automated workflows and parent-accessible web forms. Overview Medina City Schools serve over 7,000 students in Medina, Ohio in 11 schools. Ohio Revised Code 3313.712 required Ohio schools to gather emergency medical information for each student prior to October 1 each year. Managing the forms in paper format for over 7,000 student was taking an incredible amount of time gathering, tracking and updating data. Medina began working with ProcessMaker Campus in 2012 to automate the Student Emergency Medical Authorization (SEMA) process. Medina started with the SEMA process template and modified it to include both “Policy and Procedure Acknowledgment” and “Student Network and Internet Use and Safety” sections. The addition of these section to the template has reduced the amount of paper forms to be managed by staff and parents. Populating the SEMA forms with data that Medina already has for each student has not only saved parents approximately one hour per student, it has also resulted in much more accurate data for the district. By displaying the current data to parents, new information, such as phone numbers, can be updated easily. Quick and easy access to ProcessMaker Campus for the parents allows them to update their contact information not just once a year, but any time during the year.SolutionIt took 2 months to customize, configure and launch the Student Emergency Medical Authorization process. Today, the process serves over 9,000 parents and faculty with more than 8,000 individual instances of the processes are being run annually. The ProcessMaker Campus team has integrated the Student Emergency Medical Authorization process with Blackboard and ProgressBook systems.Download as PDFSign up for your free demo Now! OrContact us via phone or email Now!    “ProcessMaker Campus saves our parents and staff thousands of hours each year. We dedicated the necessary time up front to properly configure and customize the system and that has paid off with time and money savings. Not only that, but the data we have is much more accurate and up to date.” Dr. Kris Quallich Director of Education Services Medina City Schools Customer: Sector: K-12 Education Processes Implemented: Student Emergency Medical Authorization Estimated Savings: 2,000 hours annually Future Plans: STRS Membership Form Direct Deposit Form Expense Correction Form
Bloomington Public School District 87

ProcessMaker is being used to replace paper based processes in the district with automated workflows and web forms. Overview Bloomington Public Schools District 87 serves over 5,600 students in Bloomington, Illinois. Bloomington serves students in 10 schools. Illinois Senate Bill 7 required Bloomington to rapidly adjust to the “paradigm shift” of state required staff appraisals. The manual process that was in place was not sufficient to meet the requirements. Bloomington began working with ProcessMaker to address the need to have the evaluation processes completed electronically. Now that Bloomington has fully implemented the ProcessMaker Campus Staff Evaluation process the teachers are the driving force in the evaluation process. The automation has led to more integrity and transparency in evaluations because of the increased collaboration and increased speed of the automated process. The ability to run reports on evaluations has been a huge time savings for the district. Additionally, the automation of the staff evaluations has increased data security. Previously a lot of time and resources went into backup and security of documents for evaluations. Now that the Staff Evaluation process is implemented with ProcessMaker Campus the data and documents are secure both in-transit and at-rest thanks to ProcessMaker’s built in enterprise level encryption.SolutionIt took 3 months to design, build, test, and launch the Staff Evaluation process. Today, the process serves nearly 700 staff and faculty, and more than 400 individual instances of the processes are being run monthly. The Staff Evaluation process has been a great success within the district and will continue to be expanded to reflect future legislative requirements. The team has also integrated ProcessMaker with Skyward. Staff Evaluation data is transferred between ProcessMaker and Skyward removing the need for manual data entry.Download as PDFSign up for your free demo Now! OrContact us via phone or email Now!    “ProcessMaker Campus is giving us the ability to pull data from Staff Evaluation, and this is huge. It is critical for ratings and endorsements to have the data accurately and quickly.” Dr. Herschel Hannah Asst. Superintendent of Human Resources Bloomington Public School District 87 Customer: Sector: K-12 Education Processes Implemented: Staff Evaluation Tardy Referral Estimated Savings: 1,300 hours annually Future Plans: Student Growth
Oregon City Schools

ProcessMaker is being used to replace paper based processes in the District with automated workflows and web forms. Overview Oregon City Schools is a K-12 Public School District located in the city of Oregon in Ohio. It currently has approximately 3,900+ students and is a combination of two communities: the City of Oregon and Jerusalem Township.The school district is the 2nd largest employer in the district with around 450 employees and the major gathering place for the community. It is formed by 3 Elementary Schools, 1 Middle School (5-6), 1 Junior High School (7-8) and 1 High School. The Oregon City Schools is a Comprehensive school district since it provides career technology. The Oregon City Schools District chose ProcessMaker Campus as a solution provider due to the easy implementation process among other reasons. Their technical team did not need to be involved since the solution includes setup assistance, standard predesigned forms, and hosting.During an initial phase the Requisition Request process was implemented to provide the ability to generate purchase requisitions, track the request approvals, and manage the submission of the requests directly to the official Ohio State software that does the actual generation of the PO.ProcessMaker Campus has become software that the district cannot live without and has allowed staff and teachers to manage documentation more efficiently, track requests due to high process traceability, integrate to the State Software and help reduce management errors and overall approval times. The Pain PointBefore the implementation of ProcessMaker Campus, Oregon City Schools District managed its Purchase Requisition Requests through paper based forms. Staff members would fill a form and submit it to the building, a Courier would then pick it up (once a day) and the forms would then be distributed to the correct department at the Central office. The process could take up to three days depending on supervisor approvals. Once it hit accounting, Purchase Requests were inputted daily into the system by hand and then had to to be “shipped” back to the school or origin. When individuals were out of the district it could be even longer.Some of the biggest challenges the School District experienced were the following:Timeliness of getting purchase orders back to requestors.POs sitting on individuals desks and not moving forwardPaper shuffle with paper going mailbox to mailboxNobody knew when a PO might get entered into the system because it could sit on someone’s desk for several days while they were out of the office The ProcessMaker Campus SolutionProcessMaker Campus is being used with 2 processes/forms – Purchase Requests and Leave of Absence Requests. Time Sheet Requests are beingtested and evaluated. Campus serves all key stakeholders in the District and also serves hundreds of teachers and staff members from the School District inorder to further facilitate and improve order processing and keep track of the requests.ProcessMaker Campus provides a very reliable solution hosted in the Cloud. The friendly interface and forms have been designed to facilitate School’s day to day work. The system also includes specialized support staff and a simple ticketing system, standard reports, various setup options and a growing integration with the Ohio State Software which provides a seamless integration to external resources including SIS, the State Software, DMS, and others. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "The supervisors really like ProcessMaker Campus. It saves paper from their desk and this has been very positive. It has been a very positive change." Jane FruthTreasurer/CFOOregon City Schools  Customer: Sector: K-12 Education Main Processes Implemented:Purchase RequestsLeave of Absence request Estimated Process Improvements:100% Increase in process visibility100% improvement in process execution100% prevention of errors in process executionSpeed gain in process execution from nearly 3-4 days to under an hour
  
GTBank

GTBank deploys ProcessMaker Workflow and Business Process Management Guarantee Trust Bank plc, also known as GT Bank recently purchased ProcessMaker to replace another vendor provided workflow and process management system that they had been using for several years. Their previous system was not user friendly enough and could not effectively scale to the large transaction volumes they required. In ProcessMaker, they discovered a dynamic, user-friendly interface and a powerful process engine which was easy to understand and implement. Deciding to Implement ProcessMaker GT Bank began investigating workflow and BPM solutions in the market in early 2010. By May of 2010, GT Bank had contacted Colosa to begin discussing their needs and how they were thinking of implementing such a solution. Colosa worked with GT Bank to produce some tests to help get buy in from upper management. In late, 2010, GT Bank made the decision to move forward. Special Needs One of the special needs that ProcessMaker was able to address for GT Bank was to provide a way to perform high volume Batch Processing. For this functionality, GT Bank uses one ProcessMaker’s enterprise Plugins which allows a process to define a series of variables that are visible and editable within the cases inbox. From there the user can take a bulk action on many cases at a time.measure the exact volume of requests nor was it possible to measure the time spent on decisions and changes to the application.For example, an administrator may want to bulk process travel requests 20 at a time without having to click into each case to see the details. This bulk processing functionality saves valuable time and is one of the many intuitive ProcessMaker features that makes the solution very user friendly and highly scalable. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     Customer: Country: Nigeria Sector: Banking Processes Implemented: 60+ Car Loan Liquidation Forex Bid Process International Trade Facility Sign Off Document Deferral Process CIR Process Risk & Control Self Assessment Term Loan-Time Deposit Cash & Travel File Transfer Module Retail Loans Change Request Form Case Management for E-Fraud Complaints Attestation of Returns Rendered Contract Staff Exit Form Contract Staff Leave Application Users and Cases: 7,000+ Users 200,000+ cases per month Months to Implement: 6 Partner: Vixio Technology www.vixiotechnology.com
BANCO ECONÓMICO S.A.

Major Bank automates and manages Credit Approval process using ProcessMaker BPM. The bank implemented ProcessMaker to expedite and better control its credit application process and provide customers a better overall experience. Overview BANCO ECONÓMICO SA, is headquartered in the city of Santa Cruz, Bolivia and has more than 25 agencies across the country. As a result of an innovative service offering in recent years, Banco Economico has demonstrated significant growth in the area of consumer personal loans and credits to small and medium enterprises. Consistent with the strategy of providing a fast and simple process for customers, the bank decided to implement a process management tool to automate the end-to-end loan process. Thisprocess includes three main processes:Credit Application (up to the pre-qualification)Analysis and Approval of the CreditRegistration and Disbursement of the CreditProblems and ChallengesStrictly adhere to the country’s financial regulations regarding the way all electronic and printed forms must be presented to the customer.Accommodate the technology to existing environmental and work method constraints by combining certain automated steps with certain existing manual steps.Create a secure integration between ProcessMaker and the country’s standardized financial system called the Integrated Financial System (IFS) which is used as a required back end by all financial institutions in Bolivia.Include process modules for application, analysis, evaluation, approval and disbursement and implement the process at the national level for all credit applications.Implementation ProcessThe BANCO ECONÓMICO not only acquired the ProcessMaker system but also retained the services of ProcessMaker for modeling and implementing the system to automate the loan process. During the project, the bank’s staff worked directly with ProcessMaker to create a detailed Statement of Work (SOW) for its entire credit process. Once all of the stakeholders agreed to the newly modeled process, the hybrid team of ProcessMaker and Banco Economico professionals began to implement theprocess inside ProcessMaker.As part of this process, the bank’s legal team was also involved in approving the way allcontracts would now be printed and/or presented to the customer. Additionally, ProcessMaker worked with the Bank’s systems team to create a web services connection to the bank’s back end system (the SFI) so that the information obtained and generated by the ProcessMaker to be recorded in the SFI and also so that information contained in the SFI could be dynamically used in the process. Finally, ProcessMaker helped the bank develop numerous reports which were critical to the bank in the startup phase of the new automated process. Some of the highlights of the new process included the following:Modeling the flows for the application process, review and approval process and registration process and disbursement.Electronic forms for credit applications are processed in strict accordance with the existing forms to enable a smooth transition to the automated system and maintain regulatory aspects.Secure Interconnection with the bank’s Integrated Financial System (IFS) through the ProcessMaker Web Services API to obtain and exchange data between the two systems in a way that is transparent to the user.Provide accurate reports to the user with information regarding the status and performance of applications, generating automatic alerts in case of delays or special conditions.Download as PDFSign up for your free demo Now! OrContact us via phone or email Now!    “The implementation of ProcessMaker in the processess, has allowed the bank to reduce the time taken in processing credit checks, and as such has provided a quicker service to their clients.” José Luis LijeronSystems ManagerBanco Económico Customer: Sector: Banking Country: Bolivia Processes Implemented: Credit ApplicationCredit Analysis and ApprovalRegistration and Disbursement Number of Users: 500+Number of cases per month: 7,000 – 15,000
BANREGIO S.A.

Major Mexican Bank automates and manages fourteen different internal request related Processes.The bank implemented ProcessMaker to expedite and better control its internal controls and overall customer experience. Overview The Regional Bank of Monterrey, S.A., BanRegio, began operations in 1994. BanRegio prides itself on the high level of knowledge and experience it has to offer to clients. However, the lack of internal organization within the bank made it difficult to provide services in an efficient manner. BanRegio needed a way to improve and standardize its organizational structure in order to ensure quicker customer response times and greater customer satisfaction.The Problems and ChallengesData was organized in complex Excel spreadsheets and independently maintainedLack of standardization between processesManagers did not have a way to evaluate business process performance and efficiencyCustomers could not track their claims efficientlyCustomer response times were too longHow the Processes Improved EfficiencyBanRegio implemented an online application for customers and employees to file claims regarding questionable charges or concerns regarding investments. Utilizing ProcessMaker's automated process management tools, this form would automatically be routed onto its appropriate path to provide quick and efficient response times. Along with this, ProcessMaker will allow retail store customers to easily file and track claims and concerns. In addition, Pentaho reports integrated with ProcessMaker allows managers to monitor average process and customer response times, helping them evaluate process efficiency.ProcessMaker will help BanRegio process internal document requests. The organization relies on ProcessMaker to efficiently serve over 200 daily file requests without sacrificing security and business policy compliance.ResultsImproved customer service as a result of greater visibility over process statusIncreased customer confidence and satisfactionImproved internal file request processing efficiencyIntuitive graphical interface and automation simplifies claim processing, resulting in quicker customer response timesDownload as PDFSign up for your free demo Now! OrContact us via phone or email Now!    Customer: Country: Mexico Sector: Banking Implementation time: 6 months Processes Implemented:Request for a Credit Related Product or OperationRequest for Certificate of Debt LevelRequest to Restructure an AgreementRequest a Payment NoteFile an Insurance Claim requestMake a request regarding a DepositMake a Special Check RequestFile a Complaint regardingElectronic TransactionFile a Complaint regarding a Credit TransactionFile a Complaint regarding a Liability transaction (check related)Request for a Document or File from Secure WarehouseRequest from General ArchivesComplaint or Clarification related to a Point of Sale TransactionComplaints and Clarifications related to an ATM Cases: 2,000+ per MonthPartner: Tegik, S.A. http://www.tegik.com
United Bank for Africa

UBA Plc implemented ProcessMaker to improve processing and turnaround time of customer requests. Overview United Bank for Africa Plc is one of Africa’s leading financial institutions offering universal banking to more than 7.2 million customers across 700 Business Offices in 19 African countries. UBA Plc recently purchased ProcessMaker to replace another vendor provided workflow solution which had been in use for some time. The previous system had limited functionality and did not meet the needs of this ever changing business in providing value and service to its customers. With ProcessMaker, the Bank discovered a dynamic, user-friendly interface and a powerful process engine which was easy to understand and implement. Pain Points Business critical KPI’s such as request turnaround times were not measurable due to limitations with the old software. The automation of complex manual processes was difficult and time consuming with the old software. Achieving full autonomous automation was arduous and changes or updates to current practices meant making difficult adjustments to the old system. All of the above proved inefficient in cost. Solution Utilizing ProcessMaker as a BPM solution, UBA integrated the various modules into a single automated process which now allows each client request to be created and tracked from start to finish. Here is a description of one of these processes: Retail Credit Exception – This process helps to drive credit requests from all branches. The requests are validated in the Head Office and other approval stages are included before the requests are granted or declined. Results Increased: Efficiency and transparency thanks to full ProcessMaker automation via case management, making the tracking of customer applications simple and therefore shortening the lifecycle of the application. Customer Service since records are electronically searchable meaning that the user spends less time searching paper files for a client’s request. Collaboration due to having an electronic system with email integration, this makes for easy access and deployment of services to any of our business offices. Decreased: Turnaround time of financial requests - which was hailed as a major milestone achievement by the company. Physical Storage space now that paper is not used. Wait and processing time for the end client due to the improvement of efficiency. Application mistakes thanks to ProcessMaker Dynaform field validations ensuring that the application information is complete and correct. Paper waste due to forms being electronic. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "Our implementation of ProcessMaker has helped improved a culture of continuous improvement since automation can be achieved almost immediately. It is cost efficient and easy to deploy and use." Lanre Bamisebi Head, IT Transformation Strategy and Application Development UBA Customer: Sector: Financial / Consumer Finance Processes Implemented: IT Application Process IT Risk Dashboard CCB Process automation Corporate-Commercial Credit Retail Credit Exception. IT Application Change Management BDC Processing BDC Administration
Banco INVEX

ProcessMaker was implemented for all processes related to credit cardtransactions and the core processes of banks. Overview Invex Bank is a financial institution that generates specialized solutions and has divisions of Private Banking, Corporate Banking, Investment Banking, Funds, Trust, International, Infrastructure, Leasing and Cards. The bank generates alternatives aimed at getting great results for its clients through financial solutions tailored to each individual case. They offer the full range of services in its different branches, located in Mexico City, Monterrey, Guadalajara, Queretaro, Merida, Veracruz and Miami, Florida. The Problem Before implementing ProcessMaker, the Invex Bank conducted its operations through black screens on an IBM platform and UNIX consoles in a system called TOTAL SYSTEM. Besides being an old technology, TOTAL SYSTEM charged by character typed in its platform the equivalent to 0.0001 cents (US). The cost and inconvenience of using this system had reached its limit. Another problem for the bank was that all information captured for applications with credit cards is made primarily on paper forms. Then there was a transcription work from paper to the TOTAL SYSTEM. This transcription caused many errors. Besides affecting efficiency, errors resulted in penalties sanctioned by the government. The ProcessMaker Solution ProcesMaker was implemented by our partner TecnoImplanta who developed major processes, including Call Center processes as a starting point. The methodology was aimed at detecting higher points in terms of time consumption, business impact, and systems that connect people from different areas.By implementing ProcessMaker we reduced the number of slips in relation to the filling of information and further processing of forms. It allowed for timely follow-up to all bank staff, displaying missteps immediately and allowing corrective actions. In turn, the penalties provided by the government were reduced thanks to the support of the system management. ProcessMaker is connected via Web Services through MQ Series which in turn connects to TOTAL SYSTEM. Many processes were implemented to promote interaction of several areas through a centralized platform.ProcessMaker implementation was successful; the customer service processes and optimizing of the placement of credit cards for rapid use allowed delivery of a high quality service. Activation time of each credit card was reduced from 30 minutes to 3 minutes and from using 18 applications (Outlook, Word, sms's, spreadsheets, etc.) to a single front-end application and middleware (ProcessMaker) connected to a backend system (TOTAL SYSTEM).Invex Bank is currently planning its further expansion of ProcessMaker designing the process of Personalized Attention Group, purchasing processes for the commercial area and further empowering their area of customer service through marketing processes. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "By implementing ProcessMaker we can centralize approval activities involving all areas in order to expedite and improve the personalized attention of the bank's clients. ProcessMaker becomes the main platform of the bank's processes." Edgardo Colon  Customer: Sector: Finance Processes Implemented: Standard Clarification Process Credit Card Activation Process Special Offers Generation Process Transcoding Process Transfer Process Authorization Matrix Maintenance Process Number of Cases: 600,000+ Number of new cases per month: 40,000+
HSU-VKU

HSU-VKU takes advantage of SPINS powered by ProcessMaker to automate the End-to-End Insurance Underwriting process for its specialty line of products. Overview HSU-VKU is the result of the merger between Howden Specialty Underwriters and VK Underwriters. Together they form an international underwriting agency focused on the specialty liability insurance markets in the U.S., Puerto Rico, and Latin America. Their staple products include Directors & Officers Liability, Employment Practices Liability, Professional Liability, Public Officials Liability, Fiduciary Liability, and Crime Coverage.HSU-VKU is a majority owned subsidiary of Hyperion Insurance Group, Ltd, a UK based holding company for various insurance underwriting and broking businesses located around the world.  Combined, the group underwrites over ₤200 million of premium annually on behalf of some of the world's largest insurance and reinsurance companies. HSU-VKU early on signed a contract with Liberty to manage their underwriting operation in the US for a number of specialty products. HSU-VKU’s principal, Bobby Vernon, knew from the beginning that in order to be competitive in the industry he would need to automate as much as possible and keep his operations streamlined. Mr. Vernon also knew that as a startup operation, he didn’t have the type of budget that is normally needed to invest in traditional insurance automation systems.“ProcessMaker’s approach with the SPINS product is quite unique,” explains Vernon.  “They are taking advantage of newer cloud technologies and have a business model which allows them to deliver software-as-a-service at a rate which allows small to midsized MGAs to take advantage of automation technologies that were previously only available to the big MGAs.”Vernon’s team has over 20 years of experience in the insurance brokering and underwriting business, and they are developing a uniquely automated approach to the market which they believe, thanks to ProcessMaker’s software, will make them highly competitive.They understand that they wanted to stay clear of traditional problems in brokering and underwritingPaper forms data can take days to enter into data systems, or the forms data never get entered, resulting in loss of information availableErrors and lost documents often plague traditional operations, resulting in additional lost time for all staffManagement does not have timely access to key KPIs in order to understand how to adjust business strategy quickly enough  Solutions Process Automation:  HSU-VKU has now automated numerous specialty products including Private Company Executive Liability (D&O, EPL, Fiduciary) for the US and for Puerto Rico.  They are in the process of adding additional products.Reports and Analytics: HSU-VKU uses out-of-the-box reporting to get timely access to Bound Accounts, Lost Accounts, Total Accounts, Declined Accounts, and more.  Based on these reports, the company has access to numerous Key Performance Indicators and Ratios such as Total Premium, Average Premiums, and Average Limits per each product.Visibility: HSU-VKU now has perfect visibility on the work its underwriters are doing.  At any point in time, they know what new business is in the pipeline, how much has been quoted, and how many policies have been issued.Records Management:  The solution allows HSU-VKU to store all client documents in a single location where it is associated with the application ResultsMore time on selling: HSU-VKUs underwriters have more time to focus on their business and spend less time managing paper thanks to automatic policy issuance, quotation version controls, and automatic invoicing.No Forgotten Renewals:  The system’s auto-renewal feature insurance that a renewal is never forgotten and management always knows the exact value of its renewal cash flow for any given period thanks to easy to configure custom report filters.Data driven decisions:  Management now has access to the data it needs to make decisions, allowing for faster and better decision making.  Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker’s SPINS product has provided a foundation for our company to be able to rapidly scale its Underwriting business. Like most MGAs, we had limited systems and inconsistent processes before we adopted the SPINS system. Our business is now truly automated and highly scalable." Bobby VernonDirectorHSU-VKU  Customer: Sector: Insurance Processes Implemented:UnderwritingPolicy IssuanceRenewalsClaims Website: www.hsu-vku.com
  
DINARDAP (National Directorate of Public Data Registry)

E-government in Ecuador is advancing with implementation of electronic judicial notices through... Overview The National Directorate of Public Data Registry is responsible for designing, implementing and managing the National System of Public Data Registry. This system consists of public institutions, public registration information of private institutions, the set of rules, policies, tools, processes, activities and resources to achieve the access and transparency of public registration information.It establishes the mechanisms of regulation and exchange of information with the entities that have public data records to consolidate in a single database. The Problem Before implementing the SINE, DINARDAP processed all its notifications for judgments through letters sent to 237 property registries in different jurisdictions of Ecuador. This process that previously took 90 days, today is done online, thus reducing time, paper, state costs, and increasing legal security.This technological tool allows public entities exercising coercive or judicial actions to send notices online to various registry institutions nationwide for requesting transfer bans, prohibitions cancellation, official reports, among other things. The ProcessMaker Solution DINARDAP currently has one automated process (SINE). The process begins from filling out a web form found on the website of the DINARDAP from which starts a case in the SINE. This notification is sent by the judge to the different districts of Ecuador to validate and confirm the information requested. The process is currently executed in about fifteen days.Around 1,500 to 2,000 cases are started each day among 250 judges who in turn send the request to the 237 property registries and provide the final answer to the filer.Through the implementation of the SINE, all judges of the DINARDAP by presidential decree must carry out electronic notifications for the following cases:Alienation of Property Property Information RequestProperty RegistryThis technological tool converts the Property and Mercantile Registries of Ecuador in the most developed in Latin America. ProcessMaker allows sending information in real time optimizing resources and providing legal security to documents. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "By implementing ProcessMaker we achieve to expedite and improve the control of electronic notices process. The SINE is now used by the judges of Ecuador by presidential decree." Ing. Fabrizio VerdezotoCommercial ManagerDFL Corporation Customer: Sector: Government Processes Implemented: SINE (Electronic Notification System) Results The application processing for Court Registering was reduced from 90 days to 15 days.
Fiscal Public Ministry of the Autonomous City of Buenos Aires

ProcessMaker implementation for incoming submissions. Overview The Fiscal Public Ministry of the Autonomous City of Buenos Aires is responsible forcomplaint submissions and inquiries from citizens.The Ministry has been actively working on taking over managerial tasks through theimplementation of new technologies as a result of the e-government movement.E-government is a transformation process focused on modernizing publicadministration. It is also a new way of seeing for the public sector future, which is thereason why the Fiscal Public Ministry has been working so intensively on itsimplementation.Quality policies have been one the foundations by which the Ministry is committed tooptimize itself in order to provide exceptional services through a continualimprovement process, efficient resource management and transparency when it comesto reducing response times for incoming submissions. The objective of making thesequality policies effective in the Ministry is to have a direct impact on the overalloperating capacity by improving it.The State Prosecutor's Office has been a strong ally for getting information technologyinvolved in the processes which are executed by the Fiscal Public Ministry. Therefore,in 2010 the Ombú system was implemented for license proceedings, supply requestsand technical assistance. The benefits were better response times and a significantreduction in paperwork.The Legal & Technical Office along with the Registry Office for Incoming Submissions isresponsible for the coordination, generation and issuing of administrative documents.Other responsibilities of this department are to receive, submit, distribute, archive andissuing administrative documents. In addition, proceedings and paperwork tracking isvital to ensure management effectiveness. All of these responsibilities rely heavily onhaving activities completed before the established due dates for the general public.Giving the necessity of a technology platform for simple and complex processautomation, the Ministry chose ProcessMaker (BPM & Workflow Solution) as theofficial platform for process modeling and automation.Pain PointsAll files were initiated and passed onto users in paper format. The following pain pointsdescribe the disadvantages associated with this:Delays related to where the case had to be in the workflow and documentavailability.Impossibility of having two or more users and/or departments working on thesame file.Lack of case history and tracking in the process.Errors generated for omissions as a consequence of a large amount ofapplications without a mechanism for control and validation.Accumulation of a large amount of paper files.SolutionProcessMaker was successfully integrated with OMBU and other systems in theMinistry. Having ProcessMaker integrated with different systems enabled 1,200 usersacross 6 offices to execute and complete between 150 and 200 cases per month.The ITBA (Buenos Aires Technology Institute) worked on the analysis and design of all ofits processes using a BPMN 2.0 modeler. A process reengineering methodology had tobe applied in order to increase the efficiency of the automated processes. Most ofthese processes were automated with ProcessMaker.The team members behind the ProcessMaker project was lead by a project leader, anarchitect and a programmer. The project took 6 months to complete before it went liveto end users.ResultsIncreased:Status visibility and submissions tracking.Efficiency in terms of incoming submissions, licenses approvals and financialfiles processing. Efficiency was achieved as a result of process automation andseveral resources now working on the same file simultaneously.Access to information as a result of different integrations including the officeintranet. Such integrations have enabled different users to have access to real-time data throughout the platforms used by the Incoming SubmissionsRegistry Office and other departments.Control for designated actions compliance among different areas.Decreased:Storage space and paperwork now that all interactions are registered usingdigital technology.Incoming submissions cycles before completion.Errors and/or proceedings omissions thanks to alerts and step validations.  Download as PDFSign up for your free demo Now! OrContact us via phone or email Now!    “We had two challenges: Decrease theamount of requests per month and show allthe work that was done and not registered.Now that there is a digitization policy,activities are being executed in a faster way;different users can work at the same timeover one file. There are many benefitsgained by it.” Luis Bonini,Systems Development Manager Customer: Sector: Goverment Country: ArgentinaDepartment: Registry Office for Incoming Submissions Implementation time: 6 monthsName of Workflows: Administrative Processes related to citizenrequestsProcesses Implemented: TrainingAgreementsCertificatesLicenses (Without authorization via Payroll/Ombu System)Construction and Services ContractingPromotions and DesignationsInstitutional RepresentationPetty CashSubsidy, Assignments andAdditionalsGeneral Criteria for ActionsLitigation request by own meansJudicial AffairsAdministrative actions for publicagenciesPresentations performed bypeople Number of Monthly Cases: 150 / 200Number of Users:1,200
  
BARTON & ASSOCIATES

ProcessMaker has replaced all email based process interactions and greatly increased the efficiency of workflow execution. Overview Barton & Associates, Inc. engages in providing staffing solutions to healthcare providers. Barton Associates offers physicians, physician assistants and nurse practitioners a wide variety of benefits, including the ability to travel, earn competitive compensation and work when and where they choose across the country while providing hospitals, medical practices and companies the ability to efficiently manage a wide variety of short and long term healthcare staffing challenges. The Problem Prior to implementing ProcessMaker, Barton & Associates used a combination of email, excel and paper to manage the various parts of the healthcare worker placement process. The process was unwieldy, and Barton & Associates had little visibility into the status of pending requests. The overall effect was that Barton & Associates found that its staff was spending too much time trying to fill holes in the process with phone calls and redundant follow-up emails designed to verify important pieces of information that were not being effectively captured in the process. Evaluation Process As a result of the inefficiency Barton & Associates identified in its worker placement processes, the company felt that it needed a solution that could automate the process and greatly improve its process management capabilities. The company reached out to ProcessMaker Elite Partner Brainsell Technologies to understand what alternatives existed to accomplish an efficient process execution environment. Brainsell Technologies assessed the requirements provided by Barton & Associates and created a complete development and deployment plan for a ProcessMaker based solution in order to deliver process management capabilities to surpass the customer’s needs. After going through demonstration, evaluation and testing phases, ProcessMaker was accepted by Barton & Associates as the ideal solution. The ProcessMaker Solution Barton & Associates, via Brainsell Technologies, has automated the company’s core process of Job Placement for Temporary Health Workers. The solution was built and put into production in a timeframe of less than 3 months. The current solution provides efficient workflow management serving both internal company employees and approximately 600 external temporary workers Barton & Associates expects to execute a yearly volume of 6,000+ cases in relation to the initial core process alone. The solution has successfully integrated all company related areas into the process to allow complete cross-organization integration. Today, Barton’s recruiting, licensing, credentialing, travel and financial related tasks are all performed inside ProcessMaker. Thanks to the new system these processes are managed in a single seamless environment that is easy to use and is 100% transparent. Barton & Associates has also planned the expansion of the ProcessMaker system to address other company needs. In the near future ProcessMaker will be used to provide integration capabilities with other systems (CRM and ERP) to address additional process automation needs. Up until this point Barton & Associates has automated the following processes with ProcessMaker: Recruiting of Temporary Health Workers Process. Account managers process the identification and recruiting of desired health workers for customers. Licensing of Temporary Health Workers Process. Assigned stakeholders execute tasks related to health worker licensing for further provision of services. Credentialing of Temporary Health Workers Process. worker’s credential compliance for provision of services. Assigned users ensure worker’s credential compliance for provision of services. Travel and accommodation management for Temporary Health Workers Process. Assigned users manage the arrangement of travel and flight requirements for workers. Financial Tasks Management Process. Assigned users execute all monetary related tasks to accomplish health worker's compensation and travel requirements. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker has provided Transformative efficiency today to key company processes that allow us to easily manage and scale operations." Robert O’Hara Chief Financial Officer Barton & Associates Customer: Sector: Healthcare Services Processes Implemented: Job Placement for Temporary Health Workers Recruiting of Temporary Health Workers process Licensing of Temporary Health Workers process Credentialing of Temporary Health Workers process Travel and accommodation management for Temporary Health Workers process Financial tasks management process Implementation time: 3 months Yearly Case Volume: 6,000+ Users: 600 Partner: BrainsellTechnologies
Stonegate Senior Living, LLC

ProcessMaker greatly increased capital efficiency and improved visibility of the Medicaid Application & Reimbursement Process, allowing a full tracking of all pending requirements. Overview StoneGate Senior Living, LLC provides support services to senior living and care properties that offer skilled health care, assisted living, memory support and independent living at locations in Missouri, Oklahoma and Texas. Founded and led by a team of senior living industry veterans, StoneGate understands that careful attention to customer expectations is vital to the success of a senior living and care community. The Pain Point StoneGate has a unique challenge regarding the residents it serves. Many of the residents that are admitted to Stonegate facilities require Medicaid to pay for part or all of their stay in the facility. However, the application for Medicaid usually starts after a resident is already admitted to the facility. For these residents Stonegate ends up financing their stay until the time that they can get the resident successfully accepted by Medicaid.The process of applying for Medicaid on behalf of the resident involves a lengthy application process with a great deal of paperwork. In some states, the paperwork even still needs to be sent to the Medicaid office by fax. StoneGate identified that certain portions of their Medicaid application process were inefficient. Stonegate also felt that it had a lack of overall visibility and control with the process.The result was that Stonegate was often missing its 30 day deadline and also suffered frequent denials because of incomplete paperwork in the applictions. These delays had a number of direct financial implications for Stonegate. If a resident is admitted into one of StoneGate’s facilities and requires Medicaid benefits, StoneGate has 30 days to organize, prepare and send off the Medicaid application to the state of agency. If the Medicaid application is not processed within 30 days, Stonegate most likely would not be reimbursed for the additional days of service. In other words, not only did the Medicaid application process cause mounting receivables and undue balance sheet stress to the CFO, delayed applications could also translate into daily financial losses per resident in the facility. The ProcessMaker Solution StoneGate implemented its Medicaid application process as well as the re-certification process in ProcessMaker. The implementation required some unique integrations and customizations, and as a result Stonegate chose to contract with the ProcessMaker professional services organization for the project delivery. The project was delivered in 3 months time with a 100% remote engagement. In order to expedite the delivery the project has been divided in two phases. The first phase consisted of the minimum requirements needed for the system to enter in production. For the second phase additional features and functions were deployed to enhance the solution. MEDICAID APPLICATION PROCESS This process starts when the Business Office Manager (BOM) initiates a Medicaid application. First the BOM will interview the resident or the resident’s family, filling out numerous online forms and attaching documents as necessary. The BOM will then submit the case to the Case Worker to review the application and make sure that all the information is there and accurate. If need be, the Case Worker will correct any mistakes and attach any additional documentation. In some cases if documentation is missing, the Case Worker will assign the case to the Payor Navigation Agent (Runner).The Payor Navigation Agent is responsible for going out and obtaining required documentation to complete the application. After the Payor Navigation Agent has obtained the documents and/or information requested by the Case Worker, the case is then sent back to the Case Worker for him/her to review the case with the current information and documentation. At this point the Case Worker (QA) can determine that the application does not comply with the regulation and would not be approved. In this case the case is moved to the Navigation Director who should issue a Resident Discharge Request.The Case Worker has intimate knowledge of Medicaid procedures, and is considered an expert in matters related to Medicaid applications. If the case worker believes the application is ready and will be accepted then it is submitted to the appropriate State of Texas Medicaid agency. After the Case Worker has submitted the application manually or via Fax, the case will be sent back to the Payor Navigation Manager who will monitor and check the system to see if the application has been approved and the services are billable. It is possible for the state to deny a Medicaid application, in which case the Director of Navigation is prompted to inform the corresponding facility and request a discharge. If the resident is approved, and the Payor Navigation Manager confirms the outcome in system, the process terminates notifying finance that this resident is now billable. MEDICAID APPEAL PROCESS This is a Sub-process of the Medicaid Application Process through which the resident can appeal a Medicaid rejection decision. In this process the application is sent again including an appeals letter created in this sub-process. RE-CERTIFICATION PROCESS This process is exactly the same as the Medicaid Application Process but all the fields are pre-opulated with the initial application data. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker is being used to avoid unnecessary delays, frequent errors and missing documentation related to Medicaid applications, while gaining efficiency, visibility and control of all tasks involved in each application process, and, consequently, allowing its residents to access all Medicaid benefits adequately." Brandon Jackson Vice President of Finance and Business Intelligence Stonegate Senior Living, LLC Dallas Texas, U.S. Customer: Sector: Health Care – Senior care Processes Implemented: Medicaid Application Process Medicaid Appeal Process Medicaid Re-certification Process Users and Cases: 50 Users Estimated 2,000 cases per year Estimated Annual Savings: 25% reduction in Accounts Receivables in first 12 months of operation
  
Lenovo

Lenovo improves its customer satisfaction rate through a ProcessMaker implementation Lenovo implements ProcessMaker® workflow and Business Process Management (BPM) solution and increases its customer satisfaction rate. Overview Lenovo is a $21 billion personal technology company and the world’s second-largest PC vendor. Listed in the Global Fortune 500, it has more than 26,000 employees based across the world, serving customers in more than 160 countries. Lenovo has headquarters in Beijing, China and Morrisville, North Carolina, U.S.; major research centers in Japan (Yokohama), China (Beijing, Shanghai and Shenzhen), and the U.S. (Morrisville); and manufacturing plants around the world, from North Carolina and Mexico to India, China and Brazil.Denes Trestyanszki, the call center operations leader explained “With so many employees serving so many companies, the customer fulfillment department needed a new way to handle customer interaction instead of using unstructured email communication. In addition, Lenovo recognized that interdepartment collaboration within a cloud environment could cut down on unnecessary emails, memos and other correspondence. With many pain points to address, Lenovo decided that it required a BPM solution”. Implementation Process Phase One: ProcessMaker was tested with a simple deployment into a small department of 16 users working with nine processes. The aim was to discover if ProcessMaker could solve the email communication pain point. Not only was this initial deployment successful, reports and dashboards were set up in this phase. Lenovo stated that quick and easy access to the ProcessMaker database for its administrators helped to facilitate these extra dashboard and report features. Phase Two: After the success of the first phase, ProcessMaker was quickly and easily deployed into a second department with a user base of 25 users and 16 processes, including a Lean Six Sigma project. A secondary objective was also met in this phase; the merging of one process between two separate departments - which ultimately saved time and unnecessary internal communication. Phase Three: The final phase of Lenovo’s deployment of ProcessMaker was a roll out of the application to a user base of 90+ users, across 20 processes. Lenovo states that the one of the biggest achievements in this phase was to reduce one internal process (known as T.A.T.) from six days to two days in length. The last step of this phase was to transition the Lenovo solution to the cloud (including old cases and database entries). Lenovo said that customer satisfaction was significantly improved by the end of phase three – thanks mainly to the streamlined standards and increased efficiency provided by ProcessMaker. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker is a very flexible, easy-to-use solution. Lenovo would recommend it to anyone who is looking for workflow improvements or even just to simplify their processes" Denes Trestyanszki Call Center Operations Leader Lenovo "This is the first time, after working in this business for 16 years, that I really can see what my people are doing" Lenovo Senior Operations Leader Customer: Sector: Manufacturing Improvements: Customer Fulfillment department methods of communication with customers. Transition of all processes, case data and database entries to cloud environment. 20+ processes automated with sizeable increase in efficiency A complex process reduced from 6 days to 2.
Lakozy Toyota

Lakozy Toyota automates business processes with ProcessMaker to save time and money. Overview ProcessMaker Inc. partner Bista Solutions implements the ProcessMaker® Workflow and Business Process Management (BPM) solution at Lakozy Toyota, saving the Mumbai auto dealership time and money. Lakozy Toyota, a top automotive dealer based in Mumbai, implemented ProcessMaker’s open source business process management (BPM) software, ProcessMaker, for visibility and control over its core management and administrative processes.ProcessMaker is a web-based BPM suite that allows businesses to manage and automate everyday operational processes. It uses tools to create forms and documents, assign roles, create rules and map individual processes with ease and speed.ProcessMaker has increased efficiency of processes across its HR, Admin, and Sales and Service divisions. Lakozy Toyota worked with ProcessMaker Inc. partner Bista Solutions. Bista Solutions demonstrated ProcessMaker to Lakozy Toyota’s management team, which was impressed by the capabilities, features and flexibility of the software.Amar Pawar, COO for Lakozy Toyota, explained: “From working with Toyota Japan, I have a good knowledge and understanding of business process management. I knew that Lakozy Toyota needed a solution that was easy-to-use, painless to implement, and would automate everyday processes, increase transparency and reduce reliance on paper-based trails and processes. Bista Solutions has been the perfect support and implementation partner, working with us to deconstruct and understand the processes behind our business and then to implement the first phases of ProcessMaker and to ensure we have roadmap for how we can further its support for business processes across departments and our business.”To date, Lakozy Toyota has automated a number of key departments and processes with ProcessMaker including: HR (leave requests, timekeeping forms); admin requisition); sales (invoice cancellation and refunds); and accounts (petty cash, advances and settlements). ProcessMaker has also been used to send SMS notifications to sales and service managers for urgent processes requiring approval. These are flagged and handled immediately, allowing Lakozy Toyota to ensure it handles sales and customer requests as they arise.Working with Bista Solutions, Lakozy Toyota now plans to expand modeling and automation with ProcessMaker to include all core processes. Sanjay Mishra, Asst General Manager, of Lakozy Toyota, said: “Our business is strong and growing, so we needed a solution that could capture our existing processes as well as providing us with a strong foundation for growth. It’s important that companies understand the value that business process management can bring in terms of clarity of processes, efficiency and reducing the volume of paperwork.”He concluded: “We couldn’t recommend Bista Solutions and ProcessMaker highly enough – together they have changed our fundamental business structure and have put us in a position where it will not limit our growth.”Faisal Basar, CTO of Bista Solutions, said: “We have a strong partnership with Lakozy Toyota. It has a vision of what it wants from its operations in order to grow its business, understand the benefits of workflow and BPM and open up to collaboration throughout the implementation. ProcessMaker is flexible, customizable and designed with the small and medium business user in mind – we look forward to playing a part in supporting Lakozy Toyota as it grows.” Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "We couldn’t recommend Bista Solutions and ProcessMaker highly enough – together they have changed our fundamental business structure and have put us in a position where it will not limit our growth." Sanjay Mishra, Asst General Manager Lakozy Toyota Customer: Sector: Automotive Processes Implemented: With ProcessMaker Lakozy Toyota has automated key departments including: HR - Leave requests and timekeeping forms Admin - Requisition Sales - Invoicing, Cancellations and Refunds Accounts - Advances, petty cash, and settlements Request Partner: Bista Solutions. Bista Solutions is a Gold partner of ProcessMaker, offering business-ready open source based solutions and services for businesses of all sizes. It provides expert integration, customization, deployment, testing and continuous support. For more information visit: www.bistasolutions.com
C&A

ProcessMaker was implemented with the aim of centralizing the activities of the company in an interface that allows adequate monitoring. Overview C&A is an international fashion brand established in 1841 in Holland by brothers Clemens and August Brenninkmeijer. It has a presence in 22 European countries plus Brazil, China and Mexico, with more than 2,500 stores and over 40 thousand employees.In Mexico the operation of C&A began in 1999 and currently has 75 stores in 60 cities in the country, with more than 4,000 employees, who add up to a sustainable business model that respects the environment and contributes socially with communities where it develops. The Problem Before implementing ProcessMaker, all C&A activities were conducted and coordinated through the use of emails and Microsoft tools, including finance, purchasing, accounting and legal area. Communication and coordination between the different areas was troubled so that many of the activities were carried out more than once or without ever being finished. One of the main difficulties that C&A had was the lack of visibility on fixed assets within the company. By having more than 70 stores throughout Mexico, their inventory of assets was a complicated and difficult task to coordinate. It often required selling or moving assets within the same branches. Having the documentation and contract renewals in order presented a challenge that started bringing significant cost to the organization. The amount of money invested in assets did not permit investment in infrastructure. Delays in property rents and contracts harmed the company management and cost them dearly financially. The ProcessMaker Solution Currently C&A has 13 automated processed in the areas of Purchasing, Legal, Fixed Assets and Maintenance. The implementation of the first five critical processes lasted five months and a major impact in terms of organization and documentation of the various activities carried out by C & A. By implementing ProcessMaker they centralized a system of monitoring and controlling various activities developed by the branches located in major cities in Mexico.The Fixed Asset Acquisition process provided a greater visibility in terms of company assets. Through the implementation of ProcessMaker it was possible to obtain a clear database and was supported by relevant documentation for each fixed asset used or acquired by branches of C&A.Through the implementation of the process of generation of Annexes, the unscheduled increases of annual revenues were reduced; it was possible to maintain a clear view on current contracts, its expiration dates and the suitable time to generate an annex with changing of conditions.ProcessMaker provided a monitoring channel to the activities with clear and easy access numbers for the task manager; it generated clear documentation and facilitated  communication between branches in different cities.Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "We managed to implement an acquisition reengineering of assets and convert the company from a decentralized scheme to a centralized scheme generating economies of scale." Ing. Edgardo ColonDirector Customer: Sector: Retail Processes Implemented:13 Processes Centralized Purchasing Annex Generation Assets Onboarding Investment Cashflow Maintenance Processes (10 processes) Users: 1,000 Partner: TecnoImplanta www.tecnoimplanta.com
  
HyperCube LLC. (Subsidiary of West Corp.)

ProcessMaker is being used to power and streamline Hypercube’s order management system by providing a back-end workflow engine and a custom front-end interface. Overview HyperCube, a subsidiary of West Corporation, is located in Dallas, Texas. It is a premier provider of local and national tandem services in the middle mile to carriers throughout the United States. HyperCube provides tandem interconnection services to the competitive marketplace, including wireless, wire-line, cable telephony and Voice over Internet Protocol (VoIP) companies. The Hypercube team built a system architecture concept called Hyperspace and selected ProcessMaker to be the provider of the embedded backend workflow engine. The objective of Hyperspace is to provide the ability to track the operation and evolution of Hypercube’s business through time. HyperSpace also records the relationships of business objects through time. The Hypercube team selected ProcessMakeras the best option to provide more efficient, flexible and easy to manage workflow capabilities to the then existing order processing system. ProcessMaker, a key part of the Hyperspace architecture, has allowed the Hypercube team to be able to manage documentation more efficiently, interface systems via web services and access local databases for seamless data management. The Hypercube team first engaged with the ProcessMaker Sales Engineering Team, and together the two teams created a POC of what the final integration would look like. Once convinced of ProcessMaker’s capabilities, the Hypercube team moved forward with the Enterprise Edition of the solution. The Hypercube team engaged the ProcessMaker Professional Services team in a joint development project that lasted approximately 4 months. The project was completed on time and on budget and met all of the initial expectations and requirements of HyperCube. The Pain Point Before the implementation of ProcessMaker HyperCube was broadly a paper and spreadsheet based company for purposes of core processing. In order to mitigate the disadvantages of the aforementioned scenario, HyperCube had built a home grown system that did not allow efficient workflow management. Lack of flexibility and difficulty adapting to changes were main characteristics of the system. The inability of visually representing the organization’s processes was also a considerable pain point. Process stake holders also faced particular pain points such as inefficient record keeping, lack of document routing and management and poor involvement of employees in process related tasks. The ProcessMaker Solution To date Hyperspace consists of 30 ProcessMaker processes. Hyperspace serves all key stakeholders involved in the Hypercube Order Management System. The system also serves hundreds of Hypercube customers and will soon be used to interface directly with the backend systems of HyperCube’s most important customers in order to further facilitate and improve order processing. Hyperspace provides a custom built front-end interface and, at the same time, interfaces with other customer systems and specific front-end architectures via a combination of web services and direct database connections. ProcessMaker provides all of the workflow automation and workflow engine functions in Hyperspace. ProcessMaker also provides the ability to connect to the Hyperspace database for the purpose of process-related reading and writing of data and data reading for the provision of reports and analytics. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker gave us complete control over our operations. All information is now correctly and seamlessly managed and we have complete visibility over all company history, data and documentation." David Higgins Director Software Product Development Hypercube LLC (West Corp.) Customer: Sector: Telecommunications Main Processes Implemented: They count with over 30 automated processes. Their main processes are: Order Processing Network Inventory CDRs Management Estimated Process Improvements: 100% Increase in process visibility 100% improvement in process execution 100% prevention of errors in process execution 4x speed gain in process execution
CNT (National Telecommunications Company of Ecuador)

ProcessMaker was implemented in CNT’s nationwide call center in order to provide a centralized interface for the company’s customer care professionals to improve their level of customer service. Overview The National Telecommunications Company of Ecuador (CNT) is the largest telecom operator in the country. CNT operates local and long distance phone service, high-speed Internet service, mobile telephony, satellite TV, and data services. The company is on a constant mission to improve service coverage throughout the country. The Pain Point Over the years the nationwide contact center of CNT had grown in both staff and systems. When the ProcessMaker Professional Services team first began its discovery work with the call center, they discovered that there were 7 different solutions in place and being used for the process of receiving and processes customer issues. These solutions involved several back office systems and various customer facing systems.The most important system was the central Avaya telephony platform. CNT had a large investment in all of these different systems and was not necessarily looking to rip and replace. Rather, CNT wanted a solution that could integrate with all the systems and provide a single interface to coordinate both the systems and the people involved in the process.Due to the fact that so many systems were involved, it was also impossible for CNT to efficiently and effectively provide service SLAs and ensure the quality of their call center service CNT was looking for a solution which would help them increase the agility of their agencies, provide greater clarity and enforceability of SLAs, and allow technical and commercial issues to be solved more quickly. Essentially, they wanted to be able to better manage their call centers so that they would require less professionals to manage the same or greater number of calls. Solution Today, CNT has automated 4 processes in ProcessMaker and is using these processes to manage the company call centers in Quito and Guayaquil. The result has been a dramatic improvement in customer satisfaction, process visibility, and increased efficiency. CNT currently has more than 200 concurrent users in the system at any given time, and ProcessMaker is now handling more than 12,000,000 customer support cases per year. In the near future CNT plans to implement ProcessMaker in its Point of Presence centers throughout the country. These centers will eventually be used as integrated service centers where customers can go to generate service orders or get personalized assistance with problems. This initiative is designed to improve access and usability for customers across the country. Processes Customer Service Process - All customer complaint processes nationally for commercial and technical issues are generated and managed in ProcessMaker. ProcessMaker is connected to the CNT Avaya Telephony system along with various additional systems. Each incoming call automatically opens a ProcessMaker case. Based on the inbound DID that is recorded, ProcessMaker then pulls pertinent information about the caller from the available back office systems. The call center agent then attends to the case in ProcessMaker and routes the case through ProcessMaker to different areas depending on the type of problem that is being reported. Sales Back Office: ProcessMaker is integrated with SugarCRM for managing the sales back office. Once a sale is closed in SugarCRM, ProcessMaker then routes the sale to the appropriate areas to ensure that the product and services are delivered and invoiced efficiently. ProcessMaker manages all notifications and SLAs in this process. Quality Monitoring Process: This is the process that is used to monitor call center agent performance. A certain percentage of calls received will initiate a follow up process in ProcessMaker, which generates a quality investigation and an eventual scoring of the service that was delivered to the customer. Number Portability Process: ProcessMaker is used to automate the number portability process. This process is initiated by a client that wants to change operators but maintain his/her same telephone number (DID). This ProcessMaker process is integrated with CNTs central telephone switches and facilitates the interaction with other telephony providers in the country. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "Thanks to ProcessMaker, we were able to automate many of our most important Contact Center processes. The implementation of ProcessMaker helped us to greatly improve our interaction with our clients. The ProcessMaker tool is intuitive and easy to use. We are now planning to expand usage of Processmaker to other areas inside CNT." Pablo Mora IT Manager Contact Center Customer: Sector: Telecommunications Implemented Processes: Customer Service Process Commercial Issues Technical Issues Sales Back Office Process Number Portability Process Quality Monitoring Process Number of Cases Run Per Year: 12,000,000 + Integration with other Systems: Avaya Communications Platform SugarCRM Legacy Back Office Systems Custom Front Office Systems Total Implementation Time: 4 Months
NUEVATEL S.A.

NUEVATEL S.A. uses ProcessMaker to standardize Processes, improve execution times, and increase data visibility. The company automated Purchase Requests and various workflows related to telephone line requests and line activations using ProcessMaker. Overview Nuevatel SA, is one of the leading companies in the telecommunications sector in Bolivia, Haiti, and the Dominican Republic with more than one million mobile customers in the Bolivian market alone. With operations throughout the country Nuevatel SA with its brand VIVA is one of the leading providers of cellular and long distance telephony.To improve its service quality in recent years the company invested heavily in its information management infrastructure including having performed a successful implementation of SAP Business One. With its information and data better managed thanks to a modern ERP system, the focus in Nuevatel shifted to improving other business processes in its operations. For its process automation system, Nuevatel wanted a tool that was 100% web based and selected ProcessMaker.Nuevatel identified the procurement process as one that had a high level of visibility within the company and would be an ideal starting point for a BPM implementation in ProcessMaker. Virtually all departments in the company were touched by this processes due to day to day contracting needs and management realized that needed a better way to update users on the status of purchases and also insure that all users followed a standard procedure when making purchases for their departments. The Problems and Challenges Like many procurement processes, Nuevatel’s process was centralized, meaning that employees of both central and regional offices had to contact procurement officers at headquarters in order to file purchase requests. This was usually done by phone or email. These employees would usually have to call multiple times in order to check on the progress of the application. As a consequence of this the officers spent too much time responding to and verifying the status of these purchase requests.The application forms often had to physically travel from one place to another for approval. Purchasing agents received applications without any type of standard format which caused the agents to have to make numerous calls to their internal clients to clarify aspects of the requests. Depending on the types of purchase and the related amounts each case had different levels of approvals before being accepted. Some could be made immediately, while others might require a sign off from top management or the company’s legal department.Each of these steps resulted in a potential point of delay, as employees often had no direct access to officials responsible for approving or continuing the process. There was also no statistical or factual information about processes so there was also no corresponding information regarding where bottlenecks existed. The Solution NUEVATEL S.A. with the support of project team of Colosa Inc. implemented ProcessMaker for the automation of the procurement process. The implementation was achieved and had the following characteristics: Users in all departments now have access to the system. The application forms are standardized and allow applicants to define the goods and services purchased under the parameters defined in the company’s ERP System - SAP Business One. ProcessMaker uses Microsoft Active Directory (AD) to enable single user authentication. The process connects to SAP Business One to determine the valid parameters for goods or services and receive the status of the SAP purchase process. The system includes legal templates to create contracts that have been previously approved by the Legal Department. The process automatically determines the levels of approvals needed and issues notifications to the users responsible at each point in the process. The system also sends notifications to the originator to inform the applicant of the status of his/her request. Results Standardization of activities related to acquisitions. Shorter and more efficient procurement times. Complete traceability of every procurement process. Replacement of paper forms with electronic forms. Clear path to automating additional company processes. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "...the implementation of ProcessMaker allowed Nuevatel to standardize our processes, reduce procurement times, eliminate paper forms all while increasing traceability and historical information for analysis." Ramiro Gonzales Manager of Procurement and Hiring Nuevatel S.A Customer: Country: Bolivia Sector: Telecommunications Processes Implemented: Purchase Requests Request to Prepare Stock of Numbers Phone Number Activation Request Virtual Voucher Request for Lines Request for Telephone Handsets Users: 500+ Points of Interest: Integration with SAP Business One
UNE EPM Telecomunicaciones S.A.

UNE is a leading telephone company located in Pereira, Colombia. In this organization of 600+ employees, ProcessMaker helped streamline and control more than 50 paper-based processes which were being used. Overview UNE is a company that integrated the telecommunication services, according to the commercial sector demands. UNE had many processes that where highly used and running out of control which needed to be automated. Also there was no easy way to get the right information on time to improve the business performance. Pain Points A lot of running-around required for approvals when a process is related to a Customer who is waiting. Paper based processes were getting out-of-control difficult to track and manage. Improve ProcessMaker performance, upgrading from the community to the enterprise version. Solutions Upgrade to the enterprise version: The need to upgrade to the enterprise version was because they needed the performance to be improved for the 60 concurrent users UNE had. Improve the processes: All the processes where reviewed to check that the tools where being used correctly in order to avoid the lost information. Update the permissions for the users: The permission for supervisors and reassignment where redefined and updated for all the users. Results Increased Increased control due to the software based workflow management tool ProcessMaker, which provides greater visibility. Increased the quantity of cases handled due to the improved performance, the concurrent users could attend more cases with no problem at all. Decreased Decreased inefficiency due to the paper-based processes. Paper documents are only generated for meeting regulatory requirements. Download as PDF Sign up for your free demo Now!  Or Contact us via phone or email Now!     "ProcessMaker has provided Transformative efficiency today to key company processes that allow us to easily manage and scale operations." Robert O’Hara Chief Financial Officer Barton & Associates Customer: Country: Colombia Sector: Telecommunications Departments: Sales and Service Processes Implemented: 50+ Processes Implementation time: 9 months End Users: 500+